Rated 5 out of 5 by Mattdycr Great stay.
I unfortunately was struck down with the flu before arriving, the lady at the front desk noticed I was sick, and asked if there was anything she could arrange to help me out. I was given a quiet corner room to get a decent sleep, it also had a lovely view of the water. My only issue with this hotel is that I couldn't stay longer than I planned on doing so.
April 3, 2012
Rated 5 out of 5 by Richard2781 Comfort, convenience & luxury
Sited in excellent location for access to the harbor and transportation, this hotel has comprehensive amenities, beautiful esthetics and luxurious comfort.
August 18, 2014
Rated 4 out of 5 by AlyJ Pretty good
I stayed here for one week for a business conference. The hotel is well maintained and in a great location. Housekeeping needs improvement. The room was not dusted once and you could visibly see the film of dust on furniture in room.
July 10, 2014
Rated 5 out of 5 by Susan2014 Family responsiveness
I had family arriving mid week for our annual dinner. One son and daughter in law arrived with their 2 sons. The hotel staff offered a different room to accommodate. The other son and daughter in law arrived with a new baby. Again, staff offered to provide a crib. In each case, these were unsolicited requests. Excellent service!
August 15, 2014
Rated 5 out of 5 by Sammy appreciated front desk interaction
I would like to recognize Leila at the front desk during our check in, which followed a tiring 5 hour drive. She was efficient and accommodating in meeting our needs, despite us being anxious to get to our room. Attentive customized service, thx!
December 22, 2011
Rated 2 out of 5 by BBB1710 Would not recommend
This hotel is dated and is not in a great location i.e. not much of interest in the immediate vicinity. The hotel restaurant is average and looks more like an open bar rather than a nice place to eat. In fact, I couldn't find the restaurant for some time since I assumed it was just a bar area. The rooms need updating. No mini bar, very few complementary toiletries, not a great room service selection. I would not recommend this hotel. Based on price, there any many better hotels in Toronto.
June 16, 2014
Rated 4 out of 5 by Jimtraveller A good stay.
Lake view was nice.
Welcome gift was great.
Front desk staff was wonderful.
The points deducted: the star points, stay/night recognition were missing until calling them a week later.
July 1, 2013
Rated 4 out of 5 by zotomweener This hotel is in a good location
The view of the lake is wonderful.
August 17, 2014
Rated 4 out of 5 by Rob395 Going down hill
Staying at this hotel on at least a monthly basis for 15 years I've noticed that the cleanliness of the hotel has gone down hill. Outside my room was a room service plate cover and a plate on the floor which stayed there for 24 hours despite housekeeping passing it dozens of times. Around the corner were four wine glasses on the floor again for 24 hours not being picked up. The sauna was out for my entire stay with no sign indicating it was being repaired.
June 20, 2014
Rated 2 out of 5 by Mathilda3 This hotel needs updates
I was disappointed with the room qualities. I was initially in a room on the 6th floor in the South Tower where the room was very run down and had an adjoining door to the next room. Where one could hear everything going on in the next room to a screaming child. I was then moved to the north tower to the 17th floor room #1736 where a window could not be opened the room quality was better, yet not a 4 or 5 star raiting.
August 11, 2014
Rated 4 out of 5 by Frank513 A good hotel in the heart of Toronto
Service from staff members was excellent.
Nice environment in general with good music. My balcony needs TLC with the growing plants in between slabs but overall a nice experience. I will visit again.
August 14, 2014
Rated 5 out of 5 by sppro great stay
Great stay the hotel went above and beyond to help me make the night special for my fiance and I...only issuse was check in which took quite awhile but i think the clerk may have been new so i wont hold that againts them and also an issue with my key card not working but whatever it was ok. View from my terrace room was nice...I will say that the website does not do this hotel any justice. Its way nicer than the pics suggest they need to fix that.Its an amazing hotel and should be shown that way. Toula was beautiful also with great views and the manager im not sure his name was incredibly helpful.
June 15, 2013
Rated 4 out of 5 by Sue101 Excellent location
We enjoyed our stay very much at the Westin. The room was clean, light and had wonderful views of the Lake. We found the staff to be very professional and friendly. David and Chris helped us with our enquiries about the local area, transport etc. they worked very hard all day.
August 13, 2014
Rated 4 out of 5 by Bramway27 Convenient Hotel for Meetings
I have stayed at this hotel three years in a row in order to attend the annual general meeting for my teacher's union. While I enjoyed my stay and would recommend the convenience this hotel provides, with respect to proximity to downtown Toronto, I have some reservations. For two of the last three years, I have not been able to check into my room until late in the evening of our first day. Our Annual General Meeting is scheduled well in advance, with 600-700 people attending, yet the hotel management can not manage to have our rooms ready by the 2PM check in time. Since our meetings begin at 4PM and run until 9PM on the first day, anyone who does not get their room, has to store their luggage and then return to the check in desk after 9PM. Last year some of the delegates did not get their rooms until 11PM. This is not acceptable business practise for a hotel that specializes in hosting conferences.
The reason may be because the hotel has implemented a policy where guests are offered an incentive to decline housekeeping services each day by hanging a notice on the door handle before going to bed. If you take advantage of this, you are offered a $5 gift card to spend at one of the hotel restaurants or SPG points, if you are a member. This is a win-win-win for the hotel as you either spend your money on food/drink or accumulate SPG points, which you use for a future stay, and the hotel does not have to pay the housekeeping workers who do not have to come to work. I am a frequent traveller, to a wide variety of destinations, and have never heard of this practise anywhere else. In my review I said I would recommend this hotel, but I would only do so if you are attending a business meeting that is being held at this hotel. Otherwise, I would choose another downtown Toronto hotel where management treats the workers with a higher level of respect.
August 17, 2014
Rated 4 out of 5 by rosco98 Convenient location
The hotel accommodations are superb. close proximity to the island and attractions in Toronto
August 15, 2014
Rated 3 out of 5 by Mike rested?
I had a pleasant stay, as always at the Westin but for one horrible night. My young neighbors were quite noisy. In fact, most of the party animals that were there were not hotel guests.At least a dozen teenagers talking loudly, going in and out of the room kept me awake til 4:30am...I called security twice. The second time, the security guard had a hard time throwing these young folks out of the room... can't there be a better control of undesired visitors? Can't you send more than one guard when such a situation occurs? As a preferred guest, am I not entitled to a normal night of sleep especially before a long day of work? What can be done to prevent that this episode doesn't happen again?
April 29, 2013
Rated 4 out of 5 by JTM38 A Little Pricey for the Benefits
Our room had decent amenities, but the carpet, windows, and common area in the room and lobby could have been cleaner.
The staff was courteous but there were always fairly long waits at check-in, check-out, and the concierge desks.
The food and food service were excellent! I would recommend this hotel, but NOt at these prices!
August 12, 2014
Rated 4 out of 5 by Bongonicko One small glitch!
On checking in to the hotel I was invited to opt in to the environmentally friendly plan in return for a $5 per day voucher. I did and I expected my room to be cleaned daily and get a change of linen after the 3rd day. Neither of these things happened so on check out I enquired and challenged the fairness of the plan. I got a small discount off my account, nowhere near the savings the hotel made by not servicing the room.
June 18, 2014
Rated 5 out of 5 by BevM Fantastic Stay!!
I stayed at this hotel over New Years. It is not my first choice in Toronto due to its location. However, this year it did not disappoint.
The beds are extremely comfortable. The hotel took my three reservations and put them together so I did not have to change rooms or keys. My suite upgrade was great. All of the staff were fantastic.
My only complaint is that the air unit in the hotel is extremely loud. I could not turn down the fan volume and still get heat. I could hear the TV on volume 11 when the fan was off, but could not hear it at 33 when the fan was on. That is a little crazy.
January 15, 2014
Rated 1 out of 5 by SCG1982 Apalling stay
I have just returned home from a stay in your hotel and I wanted to make sure this was brought to someone's attention. I have stayed in the Westin Harbour Castle on numerous occasions, always very satisfied with the service and ammenties which is why this stay has been so mystifying.
I was in Toronto from Thursday night staying in room 1711 with 2 colleagues for the annual Can Fit Pro conference. Because of the active nature of this conference and the fact that we were all sharing we decided to opt out of your Eco program as we did in fact want to have our room cleaned and fresh towels each day.
Friday when we returned to our room at 8pm the room had not been cleaned and everything was as we had left it. I called and a cleaner was sent, we had to leave our room so she could take care of the room which was somewhat inconvenient but we were prepared to overlook what we thought was an oversight.
Saturday night we returned to our room at 5pm and found the same thing, no beds made, no clean towels, no garbage emptied. We placed a call at this time and went out again, having been assured that the room was about to be cleaned.
At 8pm on Saturday one of our party returned and found the same thing, beds un-made, no fresh towels. Again we placed a call and were assured this was about to be taken care of.
At 12.30am I returned to a room with, shockingly, unmade beds, no fresh towels and garbages overflowing. I called, frustrated and asked to at least receive some fresh towels which thankfully were delivered.
Sunday we had a change in our reservation, I was to move to another room and one of my colleagues who was just arriving in Toronto was to take my place. This was inconvenient but I had no problem moving. I was assured my new room would be ready by 6pm. At 6.45pm I still had no room and left my bags to go to our event. Before I left the front desk I requested that the room I was vacating be cleaned so that my colleague would have a clean, fresh bed. I was assured by 2 different desk agents that this would definitely happen. I also discussed my frustration at the last few nights but they seemed unwilling to do anything. They just kept questioning if I had signed up for your Eco option. I was very clear this was not the case.
Upon my return at 10.30pm I was informed that I still could not check in because my room was not ready. I asked if my previous room (1711) had been cleaned- I was assured it had been cleaned and fresh sheets put on for my recently arrived colleague.
After about 15 minutes I was told that my room was ready. I was given a key to room 1432. Upon arriving in this room, which was, I had been assured, freshly cleaned I find that the bed that I was to sleep in had in fact not been changed and still had makeup on the sheets and pillows. At this point, beyond frustrated, exhausted and past caring I decided to leave without discussing this. I had been unsucessful in getting any of our issues resolved while I was here.
I then checked this morning with my colleagues in room 1711 to see how their stay was and I was informed that they had spent the night in an un-clean, unmade room with dirty sheets. This was after 3 separate conversations with your front desk staff as I have detailed above.
I have never, in all my life had as poor an experience as this. I realize mistakes happen but this is a serious break-down in procedure, service and expectations.
I have emailed your experiences team and have not had even the courtsey of a reply so I am reluctantly posting this as I am uncomfortable "airing my dirty laundry" in public, even though dirty laundry seemed to be the theme of our recent stay!!
August 18, 2014
Rated 2 out of 5 by Travelbunny90 Not Happy
I heard good things about the Westin Castle but I was in shock about the service. After waiting 20mins to check in I don't even think my hotel room was even clean. The bathtub had hair on the railing and the notepad still had writing on it. Those were too minor things but I was afraid to even know what other things weren't clean.
August 11, 2014
Rated 3 out of 5 by Christine6 Thé hôtel needs to be improved!
I reserved this hotel specifically for the waterfront. Was expecting a terasse outside the hotel facing the waterfront( just like in the picture of your publicity) asked the concierge and hotel reservation staff , won't sure what I was talking about! Finally found the terasse ( by myself) facing waterfront , all the furniture was pilled one on top of the other ! If we were in winter I would of understood that the terasse is closed but we are in July and it was a very nice perfect day to sit outside and unwind! Next time won't reserve there! And the hotel needs remodelling!
July 28, 2014
Rated 3 out of 5 by Angelz2babies Mixed feelings
Hard a wonderful time as usual but it was chaos there ,waited until 7pm to check in with 2kids
August 14, 2014
Rated 5 out of 5 by jennyjenny1 above and beyond
I don't write reviews often- something has to really spur comment. Staff at the Westin were tremendous. My kids (stayed one night with three aged 6-13) are convinced that the guy at the front desk must really like us. Chocolate covered pretzels were in the room after a long walk back from the theater and backpacks with goodies given when they went to say thank you. Baggage attendant gave us a great dinner recommendation when concierge was unavailable. Valet cashier helped with parking when we were going to harbourfront. Really nice genuine service that made our trip wonderful. Thank you!
August 9, 2013
Rated 1 out of 5 Worst Experience Ever!
We arrived at the hotel a bit early so we decided to leave our bags with the hotel desk so we could go walk around the city. During the process the guess services manager (Linda) dropped my bag, breaking my laptop. She didn't even have a chance to explain to me how anything worked or even hand me a bag ticket before the incident took place. After multiple attempts on my part to get this issue resolved the management team just brushed everything under the rug. The date of the incident was May 24 and I am still waiting for a resolution. Bin Sadoon was probably the least professional and the absolute worst at communicating with anyone. My last communication with anyone was July 24 when Bin stated that the check was in the mail, just like all of the rest of his empty promises it has not happened. If I had to do it all over again I would stay at a roadside motel before coming here. There is absolutely nothing special about this hotel. The only thing that it had going for it was its guest relations, and that was non existent.
August 12, 2014
Rated 1 out of 5 by SCG1977 Dirty Room
•bugs yes bugs alive and dead some actually stuck to the walls
•used tooth picks on the floor
•paint flaking off.
•mold in the shower
•blood on the bed comforter
• sticky furniture
•dust on the trim ( a lot of dust)
•the best part dehydrated chicken skin on the floor that my 2 year old picked up
I can't even begin to tell you how angry I am. This is not at all what one expects form SPG. Any one of the above is enough to be disappointed, but combined is what I would expect from a $25.00 motel.
May 26, 2014
Rated 1 out of 5 by Crowfoot Customer Service?
One gathers that if one books through a third party that the Westin Harbour Castle 'dials down' the service provided as retribution for having forced them to take a reduced room rate,...a rate provided by them willingly; they don't have to offer rooms in that manner.
On check in, guests are offered the option of 'Green Choice' for which one is offered a $5 voucher to be used for guest services for each night that one opts for the service. The inference is that towels and linens will only be changed 'on request'. What they don't tell you on check in, is that this election opts one out of any housekeeping service whatsoever; no fresh towels, no changed linen, no bed making, no coffee replacement, no vanity wiping, no toilet cleaning, no soap/shampoo/toilet roll replacement, no waste basket emptying,...basically no housekeeping service at all. One wonders if this saves Westin 5 dollars?
Most hotels in North America now blare out advertising for 'free internet'. Not the WHC; if one wants free internet, one goes to the lobby and then goes through a bewildering barrage of prompts and box checking to wind up, hopefully, with free internet. All calculated to discourage the guest from selecting 'free' internet and ensuring extra revenue for WHC.
Many business travellers, myself included, take full advantage of bellman baggage services and the resultant gratuity offering on the basis that the cost is recoverable in expense reporting. Vacation travellers, travelling on their own 'dime', like to have the option of wheeling the baggage trolley with their bags on their own and thus, save cash costs for more fun. At the WHC, the bell captain, [Samuel/Vernon], will not allow a guest to take a trolley from the lobby and the guest must request a trolley be brought to his room and then face the withering looks of a 'P-Oed' bellman with the accompanying intimidation. On reporting this to the desk, the guest is reminded that, "Sir, we do not force guests to offer gratuities to bellmen." But what WHC does do, is pay minimum wage to bellmen and subtly manoeuvre guests so that their wages are topped up in cash gratuities, a practice which weakens the income tax stream as cash 'grats' are not fully disclosed.
Guests should have the option to choose baggage services and resultant gratuities or manage their luggage on their own with hotel provided luggage carts. The customer is ultimately 'the boss'.
Of a minor nature is children running in the hotel corridors and loud, ongoing conversations in the corridors at 3:00 am un-supervised by hotel security.
When I asked for a manager on the morning of check out to discuss these issues, I was given Mr. Bin Sadoon's business card, [Director of Front Office]; then was told he was not in and then was dealt with, after a lengthy wait, by a junior guest services supervisor, Geoffrey Brown, who was not appropriately dressed for front line interaction with guests. WHC management apparently does not work on Sundays.
Overall, Westin Harbour Castle is not a 'customer focused' hotel but an opportunistic downtown Toronto hotel which maximizes all potential revenue streams. I will never stay at this hotel again!
Why would I?
March 21, 2014
Rated 5 out of 5 by Karyn24 Great Hotel
This was my second stay, the first being 4 years prior. Was very impressed with the check in and the fact that the lady on the front desk looked into my history and new I had stayed before and they had already linked my SPG details (these hadn't been included on the booked from our conference organiser). The rooms were great and the bed so comfortable - the only down side was the construction going on the roads outside during the day, but this is outside the hotels control and most guests woudn't have needed to have a nap during the day. We had an evening function at the hotel for our Fiji Tourism group and they handled everything perfectly. Would definitely recommend and we will be back again next year.
April 28, 2013
Rated 5 out of 5 by VivGig Most pleasant hotel with truly five-star service
Just spent a wonderful weekend in Toronto to celebrate a special occasion and The Westin Harbour Castle met all of our expectations and beyond. Convenient and nice location minutes away from the Billy Bishop airport, spacious, clean and comfortable rooms overlooking the lake, nicely-designed (airy yet intimate) lobby and common areas and an altogether pleasant and welcoming ambiance, especially thanks to the professional, courteous and friendly staff. It so happens this was Honda Indy weekend and the hotel was booked solid, yet we didn't feel the shuffle and were tremendously well looked-after. Although TO offers many options for accommodation, we couldn't have chosen a better place to stay.
July 21, 2014
Rated 1 out of 5 by VERyAngryAtWestinHarbour Could not watch Hockey via TV for two days
The cable was down for two of the three days i was there, and had to leave the hotel and go see the game somewhere else which was pretty annoying. When you're paying $200 a night to be staying for a conference, a little TV to unwind and de-stress seems to be a norm. I went down twice to be told that they are working on it. I couldn't even add my hdmi cable to the existing TV's to at least even stream off my iphone. BTW they charge 40$ for internet in your room for the two days. Rooms were of nice size and clean, but who would have thought having no TV could cause so much stress. So much for unwinding while away. I'm a strong believer of you get what you pay for and i feel cheated and it's already been a day.
May 2, 2013